TheyDo Reviews

As more time passes using journey maps for all the departments, all the units not only get a clear understanding of what they do, who their customers are and what they need to achieve in their departments, but also they get easier a strategic, overview perspective of customer value and business goals.

I will need more automated features in terms of data extraction or reporting. I would also love to see in the dashboard the same overview but per customer journey map.

Addressing journey gaps associated with external and internal incidents, and discover new opportunities to make meaningul interventions to customers and the teams serving these customers. Also, aligning teams with learning and developmen objectives that I connect them with journey maps and customer groups stories.

TheyDo supports working with the chain of reasoning – going from customer insights in their journey to products and services that deliver the desired outcome. A customer-centric prioritization workflow in world-class.

The downside is that it's hard to get started. It's a complex tool with many possibilities. However, with world-class support, there is always a way to solve what you aim to achieve.

Helps us to make informed decisions based on both business and customer value.

Focusing on a horizontal experience instead of designing in verticals.

Gathers all business and customer insights in one single place.

The endless opportunitities to map out the customers' life(cycle). It's intuitive; visually structurized and interactive, both exactly in the way you would want it as a service designer. Easy to get started with! Once you understand that there is more to it than only mapping out a journey, you will see its' true value. Organisations easily create 50 journeys or more, and this tool helps you to structure all of them and keep the overview of all insights, opportunities and solutions that result from the 50+ journeys you have.

A downside is that it can be overwhelming in the beginning. I would advice a training or coaching throughout onboarding, to start from the right understanding and have coherence in your team from day 1. It's possible to start small! Then think through how you'll scale and get everyone to use it. It helps to then have one success story, an example of some journeys mapped and the relations between them (e.g. corresponding opportunties).

Mapping journeys for our clients (i'm a service design consultant) in a uniform proces and easy-to-use-deliverable. Something they can actually practice and that helps them to manage their journeys themselves. It's next level thinking, no more journeys on posters on the wall but journeys on all the screens of important CX stakeholders; from top-level where the customer relation is important, to zoomed in on the actual customer interactions for product teams. Showing them only what is needed for them, showing them the relation between their own journey and the journeys from different departments. It helps to work on journeys centralized and if you all use one way of working (which I would recommend) it is a very good reflection of all your initiatives to improve the customer experience.

Also, the framework function makes me very happy! It really helps to give our clients a grasp on 'the whole'. We start each journey mapping project with looking at their framework: what is the coherence and relation of our journey with others? What is the bigger picture we work towards to?

TheyDo simplifies very complicated issues and brings them all together in a logical set-up.

When getting started, it's good to have some plan in place.

TheyDo is moving CX & Journey management from whiteboards to one common place where everyone can work together.

Before I was using Miro to blueprint all my journeys; it just wasn't scalable. With Theydo, I can nowfully scale the operational aspects of service design without having to spend hours cleaning and managaing boards. The other great thing is I can now democratise the power of using customer journeys throughout the org. It's an easy-to-use platform where anyone can start creating journeys quickly with little enablement time.

I would would not have been able to scale service design within my org if it wasn't for Theydo. And the most exciting thing is that it doesn't stop here as there are many more valuable features on that are scheduled on the roadmap.

Integrations are still limited but I know that there's a lot coming on the roadmap. Data integrations for metrics are critical to measure value.

Providing a source of truth for journeys and making my org think about customer journeys when delivering valuable experiences.

The user interface of TheyDo is great, which allowed a quick embracement of the tooling within our company.

The team behind TheyDo is super accessible through the community Slack channel or directly via phone. The onboarding in our company (including SSO) was very swift, and we've received great help in the steps of defining our workspace needed for scaling Client Journey Management within our company. This allows us not only to visualize our different journeys but with the feeding in of client data, allows for true journey improvement management. Therefore a great tool of improving our business and client experience.

This is a hard one. Everything we disliked, they have fixed.

One thing that can be challenging or even overwhelming for some is that the tooling allows a lot of flexibility in how to set it up from a framework perspective. It was quite a journey (no pun intended) for us to figure out how our journeys should be structured. We chose for a matrix with client group and sales funnel phase on the axis. Martin, one of the owners, was of great help getting us there.

Client Journey managment. From visualisation to thuly managing journeys and collaborating within a journey, instead of within different silos (as is a challenge for many).

The framework concept lets you navigate inside-out your customer & user experiences. The connections made between all elements (journeys, opportunities, solutions, business challenges & insights); are accessible from multiple entry points depending on the diverse stakeholder‘s needs. The UI and simplicity of use when mapping a journey.

Nothing to dislike.

I would love to see an improvement in the Persona tab and have the ability to create a template. Also, managing actors and not only personas to use in blueprints.

It reunites all the company journeys inside one repository of truth in a structured way with the taxonomy. Allows product management at scale in a complex environment with highly connected products and systems. It helps give field and customer context for everything built in the company. Benefits in sharing visibility and better alignment.

TheyDo enables to manage journeys. It allows you to work with dynamic journeys which you can easily enrich and update with new research data or with improvement initiatives for the customer experience.

You will reach the ultimate user experience benefits when your whole organization works in TheyDo.

Moving away from static documents which get outdated. Collaboration with different journeys by connecting them.

I like the ease of building journeys, the structured visualisation and the possibility to use TheyDo instead of powerpoint presentations. You can easily switch steps around and experiment while developping journeys.

You gave up simplicity for so many new features which makes it hard to introduce new users to your tool with ease. Also, you should focus more on usability when dealing with many, many journeys.

Centralised & digital repository of journey instead of Flipchart papers, separate Online Boards etc.

Using the same structure makes the journeys easily accessible and understandable for everyone.

It helps us putting customers first in all our business decisions.

Facilitation of the Customer centric design process

Barrier of enter for novice users. Intensity of time and the amount of tasks to properly do journey management.

Facilitering problem discovery and opportunity development. Creating 1 source of truth